Alia Richmond
Louisville,KY
Summary
Results-driven Tier 2 Technical Support Specialist with a proven track record of providing exemplary customer service in the card processing sector. Skilled in handling diverse technical needs, showcasing strong problem-solving abilities and a commitment to customer satisfaction. Adept at adapting to fast-paced environments and leveraging excellent communication skills to ensure client success. Eager to apply proven abilities in time management, communication, and problem-solving to excel as a Partner Success Specialist.
Overview
6
6
years of professional experience
Work History
Tier 2 Technical Support Specialist
Xplor Technologies
10.2022 - Current
- Shepherded customers through ongoing or multifaceted technical struggles.
- Diagnosed and troubleshot hardware, software and network issues.
- Configured and tested hardware, devices, and software.
- Performed technical troubleshooting and diagnosis, software installation and information gathering to keep infrastructure operational.
Partner Success Specialist
PSCU
11.2021 - 10.2022
- Utilized scripts to provide credit union members with general banking needs including transfers, account inquiries, and payments.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
Technical Support Advisor
Transcom Worldwide NA
05.2020 - 11.2021
- Provided extensive technical support for Apple iOS devices, demonstrating strong problem-solving abilities and excellent customer service.
- Served as primary point of contact for triaging technical issues.
- Reviewed technical guidelines to verify compliance with information security standards and best practices.
Server
T.G.I Fridays
06.2018 - 01.2020
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Cultivated warm relationships with regular customers.
Customer Service Representative
Gannett
09.2017 - 04.2018
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
Education
No Degree - Computer Science
Western Kentucky University
Bowling Green, KY05.2012
High School Diploma -
Ballard High School
Louisville, KY06.2010
Skills
- Technical Support and Assistance
- Staff Training
- Team Support
- Agent Support
- Customer Communication and Empathy
- Microsoft Windows and Office
- Hardware and Software Configuration
- Systems Integration
- Credit Card Payment Processing
- Data Entry
Timeline
Tier 2 Technical Support Specialist
Xplor Technologies
10.2022 - Current
Partner Success Specialist
PSCU
11.2021 - 10.2022
Technical Support Advisor
Transcom Worldwide NA
05.2020 - 11.2021
Server
T.G.I Fridays
06.2018 - 01.2020
Customer Service Representative
Gannett
09.2017 - 04.2018
No Degree - Computer Science
Western Kentucky University
High School Diploma -
Ballard High School
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